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Customer Service Executive (Healthcare)

Specially looking for talented candidate

Opportunities for enhanced learning

Job Description

1.Major Duties:

·Ensure all orders are received and proceed correctly and in a timely fashion in accordance with or exceeding the required service standards. To highlight to relevant section heads any due delays in progressing orders on system/manual holds.

·Lead and supervise customer service coordinators in their duties. To engender a high level of performance from subordinates.

·Provide training to the team to increase their efficiency in carrying out their duties.

·Compile date for setting up KPIs, reporting, monitoring, and achieving KPIs.

·Identify areas for continual improvement resulting in added value to customers and/or increasing productivity and effectiveness in customer service section.

·Plan, implement, review and train on service recovery procedures.

·To facilitate order processing such as preparing price, special offer list for easy reference.

·Ensure appropriate and immediate remedial actions are taken on invoicing errors.

·To cultivate good working relationship across customer service and with other department to facilitate efficient processing of order.

·Checks & be responsible for safe custody of goods purchased by Company Staff which are delivered to Customer Service Department

·Assists peers and junior team members with their learning and daily work functions

·Complies with SOP/ Guidelines/ Work Instructions

2.Customer & Principal claim processing:

·Reconciles the records in assigned Principal claims account (17312) and take actions to resolve any discrepancies

·Works with cross functional teams like Marketing, Demand Planning, HR and/or Finance to obtain clarification or supporting documents to enable speedy processing of Debit Notes/ Tax Invoices to Principals

3.Discount, Bonus & Accrual setup base on sales invoice:

·Correct and on-time set up in system

·Maintains system data to keep Adjustment Schedule, Column Header, Adjustment Definition current

4.Customer complaint:

·Ensure complaints are documented and resolved satisfactorily and to identify root cause for remedial actions, if necessary.

·Ensure through complains follow through and initiate investigation into root cause for prevention.

·Provide feedback to Sales & Marketing for any areas of complaints related to Sales & Marketing

5.Document control:

·Ensure files & safeguards supporting documents in accordance to set requirements

·Preserves confidential information such as prices, customer purchases

Additional Information

Junior Executive


Auriga is an Asian-based integrated market management provider specialising in healthcare. We aim to connect the world’s leading healthcare and life sciences companies to care providers and patients across Asia with a comprehensive range of responsible and effective market management solutions. For over 50 years, we’ve helped our partners bring essential pharmaceutical,medical devicesand life science offerings to Asia with ethical integrity, partnership and transparency. Offering both commercial and logistics solutions, Auriga has operations in Hong Kong, Macau, mainland China, Malaysia, Singapore, Thailand, Indonesia, Brunei and the Philippines. In alignment with our mission to enrich lives with quality care, we distribute more than 500 brands at over 10,000 points of sale. In November 2017, LF Asia was rebranded as DCH Auriga to signify a new chapter for the company with an exclusive focus on the healthcare industry. Our name is inspired by a constellation known in both the Western and Eastern traditions as 'the charioteer. It symbolises our commitment to help our principals navigate market complexities as they explore new opportunities. Auriga represents our mission of stewardship, expansion and growth.

Additional Company Information

Registration No.


Company Size

51 - 200 Employees

BioTechnology/Pharmaceutical/Clinical research

Benefits & Others

Education support, Miscellaneous allowance, Medical, Parking, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Incentives & Commission
, Selangor, Malaysia, 10, MY